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Soluzioni di operations management per il percorso ambulatoriale dell?ASST Nord Milano: tecniche e strumenti per la gestione delle code al CUP

Author

Listed:
  • Noemi Danzo
  • Bernardo Provvedi
  • Clara Carbone
  • Anna Prenestini

Abstract

L?attività ambulatoriale è uno dei fulcri della produzione delle aziende sanitarie e rappresenta uno dei principali momenti di contatto e cura tra i cittadini e i servizi sanitari. In questa ottica, è fondamentale per le aziende garantire un percorso e un?esperienza di cura che siano volti a ridurre le attese e a massimizzare il tempo a valore per l?utente. La ricerca si è posta l?obiettivo di individuare delle soluzioni organizzative e logistiche volte a ridurre le attese presso il front office centrale del Centro Unico di Prenotazione (CUP) del Presidio Ospedaliero Bassini dell?ASST Nord Milano, mettendo in pratica i principi e le analisi previste dalla teoria delle code. La metodologia utilizzata ha visto un utilizzo combinato di metodi qualitativi e quantitativi.Nello specifico è stato sviluppato un modello statistico che permette di individuare nelle diverse fasce orarie il numero di sportelli ottimale per minimizzare il tempo di attesa degli utenti. I risultati ottenuti sono stati quantificati con una riduzione del tempo medio di attesa presso il CUP centrale del 45%.Questo risultato è stato raggiunto attraverso diverse soluzioni operative, quali la riorganizzazione delle attività nelle diverse fasce orarie, la definizione e la diffusione di istruzioni operative per gli operatori di front office, nonché una serie di iniziative volte alla sensibilizzazione e alla formazione del personale coinvolto a diversi livelli.

Suggested Citation

  • Noemi Danzo & Bernardo Provvedi & Clara Carbone & Anna Prenestini, 2024. "Soluzioni di operations management per il percorso ambulatoriale dell?ASST Nord Milano: tecniche e strumenti per la gestione delle code al CUP," MECOSAN, FrancoAngeli Editore, vol. 2024(132), pages 29-54.
    • Handle: RePEc:fan:mesame:v:html10.3280/mesa2024-132oa20677
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    References listed on IDEAS

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